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We solve this issue (for the most part) at my company using email templates for common questions... It works quite well too!

• LiveTheDream 15y ago
  This could actually be an interesting machine learning problem. Train a system to classify incoming customer emails, and automatically respond with the email template that matches the class of question, and watch your support team get more and more free time.
  • silentbicycle 15y ago
    Hilary Mason has a presentation about this, "How to Replace Yourself with a Very Small Shell Script"[1]. Recommended. [1]: http://www.hilarymason.com/blog/ignitenyc-how-to-replace-yourself-with-a-very-small-shell-script/ http://www.hilarymason.com/blog/ignitenyc-how-to-replace-you...
  • pnathan 15y ago
    I believe Fog Creek has done something like that to classify which box to drop the customer emails in.